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1) Our default policy

All sales are final (no change-of-mind returns), except where your local consumer law gives you additional rights.

2) Defects or wrong items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at nic@brats.pet with:

• Order number

• Photos/videos of the issue and packaging

• Item SKU/size/color
  If verified, we’ll offer a repair, replacement, or refund. The specific remedy depends on the issue and applicable local law (see section 4).
  

3) Non-returnable situations

We cannot process returns where items are:

• Used, worn, altered, or missing tags/packaging

• Damaged by misuse, improper care, or pets

• Marked final-sale or custom/personalized

• Returned without an approval

4) Regional consumer rights (summary)

Your statutory rights (if any) apply despite this policy. For example, EU/UK cooling-off rights, Australian Consumer Law guarantees, Singapore Lemon Law, and Thailand direct marketing cooling-off may apply depending on where you purchased and your circumstances.If local law gives you additional return/refund rights, those override this policy.

5) How to request help

Email nic@brats.pet within 7 days of the delivery date shown on the tracking. If approved, we’ll issue a return instructions. Unauthorized returns may be refused. For approved returns, ship within 7 days. We may reject items on inspection if they no longer meet approval conditions.

6) Refunds (if approved)

Refunds if approved will take up to 30 days

• Repair/Replacement is preferred; a refund may be offered where required or appropriate.

• Original shipping is non-refundable unless required by law or we made an error.

• Refunds go back to the original payment method.

7) Exchanges

If we approve an exchange (for example, wrong size sent by us), we’ll confirm next steps by email.

8) Support

Email nic@brats.pet
We aim to respond within 1–2 business days.